Poor Customer Service Leaves a Bitter Taste

I usually try to write about unique and positive businesses but I had an experience this afternoon that left me irritated – partly because I was embarrassed but mostly because it was completely wasteful.

A friend and I stopped for coffee and lunch at our neighborhood coffee shop. Neither of us had any cash on us so I paid using my debit card and left a sizable tip (plus 20%) for self-serve. I get coffee there just about every weekend. I’m always getting it to go (I bring my own mug) so I didn’t know there was a charge for refills – and I assumed (yes, I know what ‘they’ say about people who assume) that refills were free.

My friend had finished her coffee before I had even started mine. I asked if she wanted a refill – she said yes so I took the mug back up to the counter and asked if I could have a little more coffee. The barista (who I think is the weekend manager- she’s the one ‘in charge’ when I’m in there) said sure – filled up the mug and said: that will be $1.00. I explained that I didn’t know there was a charge for refills, that I didn’t have any money – just my debit card. She said: “we have a $5.00 minimum.” I said: “I know – can I just owe you next time.” She said: “No.” At that point, I balked – I again apologized for not having any cash and asked her what she wanted me to do. She didn’t offer any solutions so we looked at each other for a minute and then I walked away. Without the coffee. Guess what she did with the coffee? She threw it out.

So explain this one to me: she makes a decision that it is better to throw away a cup of coffee then it is to give it to a regular customer? Seriously?!

For contrast: I was at the Starbucks on Western (across from SUNYA) last month and ordered a decaf. The barista poured caffeinated. I explained that I wanted decaf – she said: no problem. I asked if she could pour it back because I didn’t want it to go to waste. She explained that it wouldn’t go to waste. “Watch,” she said. Then she yelled: “Free Venti Caf.” A couple of heads shot up; one young woman who was there studying, looked around to see if anyone else wanted it and then came up and got it. Now that was GREAT customer service.

Lessons for me: don’t assume and cut back on the amount of coffee I purchase.